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Mitel OpenScape Contact Center V11 R1 FR4 - Update Training for Service and Solution Architects (OCC1114UDX)

Brief Description

Fix Release 4 of Mitel OpenScape Contact Center Enterprise V11 R1 introduces an automatic Customer Survey (CSat feature which is implemented in The Mitel OpenScape Contact Media Service (CMS) server, when using a Mitel OpenScape Voice or Mitel OpenScape 4000 platform. It can become integrated with Mitel OpenScape Contact Center either by using the Integrated Call Director IVR or via an Application Builder script running on the Voice Portal IVR. Reports that can become used to evaluate the results from the CSat survey are available from the CMS Server.

The course is available in the following languages

Mitel OpenScape Contact Center V11 R1 FR4 - Update Training for Service and Solution Architects
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Description

  • Installing Fix Release 04 of Mitel OpenScape Contact Center V11 R1 and the corresponding CMS server.
  • The Customer satisfaction (CSat) survey feature.
  • Changes in the Mitel OpenScape Contact Center configuration.
  • REST SDK enhancements.
  • Approaches to integrate the CSat survey with Mitel OpenScape Contact Center.
  • Changes in the CMS configuration.
  • Configuring the CSat Survey on the CMS Server.
  • CSat survey reports.
  • Survey Reporting database.

Objectives

  • Enabling participants in installing and configuring the Customer satisfaction survey feature of Mitel OpenScape Contact Center.
  • Solution Design for the CSat survey feature.
  • Evaluating the results of a CSat survey.

Prerequisites

  • Expert knowledge of Mitel OpenScape Contact Center V11R1.

Notice

  • Web Based Training:
  • For participation and booking a myTraining-Account is required
  • System requirements:
  • PC with sound card and stereo headset / speaker is required
  • Screen resolution at least 1280*1024
  • Windows 7 or higher
  • Browser: Chrome, Firefox, Internet Explorer 9 or higher, Safari
  • Javascript has to be activated

Service

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Target Group

  • Service personnel installing and maintaining OpenScape Contact Center.
  • Solution architects designing Open Scape Contact Center for customer implementations.

Duration

  • 61.00 minutes

Curricula

This course is related to the following curricula:




 

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